Called CM to check for codes/PIN:

[d96j97]

I absolutely LOVE Disney, but today was a bit disappointed! I have read on here about rude CMs before but had never gotten one myself. Well, that is no longer the case. I asked about any codes or PINs being attached to my profile and she reluctlantly checked after saying "You already have a AAA discount". She said "NO...you have nothing against your name". I then asked her about public codes.

According to her...there won't be any codes because they are so heavily booked right now. I have always gotten a bubbly, cheery, CM and this was quite the opposite. She acted like I was bothering her. I'm really bummed about the "no codes" but am even more upset with the attitude. Sorry, just had to vent.

 

[kerry34]

Sorry to hear you had a rude CM. I haven't had that happen yet, but I have only called a handful of times. It seems like at one time or another this happens. Can't understand why it mattered to her if you "already had a AAA discount". Shouldn't have made a difference in my opinion. As far as the code thing goes....I am keeping my fingers crossed anyway!

 

[d96j97]

I am such an optomist...I'm still hanging in there for codes as well. I see we will be at the world at the same time. We can hardly wait...how about you!!

:thewave: :thewave:

 

[Karibeth19]

Call back!! We talked to a CM when trying to book POFQ for May who really didn't seem to care about helping us. We had received a quote from another CM a few weeks earlier for a AAA rate of $120 a night. This CM kept insisting the best we could do was $140 a night, and refused my DH's requests to research it any further. So, we hung up and called right back. We got a lovely CM who went over our entire profile with us (the first CM did not), and then offered us a rate of $79 a night! She made no mention of a code or PIN being attached to our name, and since we didn't know about a code at the time, we didn't ask. All we wanted was the AAA rate. Later, after I started reading about the Spring PIN codes on this board, we called to ask if that's why we got such a great rate, and sure enough, it was! So, it's obvious the first CM didn't even try to check if we had a code by our name. If a CM is rude, or is not helping you the way you think they should be, it just makes sense to call back and try for another CM! It can't hurt and you may get a better result!

 

[4theloveofdisney]

I usually get nothing but the greatest service myself but also encountered a CM who was just really reluctant to help me. It was like pulling teeth. I finally just said "thanks for your time" and hung up. I should have gotten her name! I called right back and got another CM who was wonderful, extremely helpful and treated me like I would expect to be treated. I will say that I have found over the years that some CM's seem to like to help out more than others. This was the first time I encountered someone who didn't want to help at all. Maybe she wasn't feeling well.

 

[Beln]

I've only called twice about our trip this May and BOTH times I've gotten CMs who were very short with me. They wouldn't look for codes and insisted the best I could do was rack rate. I'm frankly a little gun shy to call again!

 

[dcibrando]

was her name Trixie?

 

[tink2]

I agree with karibeth- call back! Usually when I call, the cm is either rude or doesn't speak English very well and we don't understand each other. I usually hang up immediately and call back! This last trip in Dec., I had read on here about email codes coming out- I didn't get one. I called and asked about any special prices/discounts for the time frame of my trip and the guy gave me the price the emails were giving. Now, I insisted that I didn't receive an email, but he said sometimes if you call and ask you will get lucky! He was sooo nice and I got POFQ for $79/night! Just call back and ask about specials or dicounts- never hurts to ask- all they can say is no!
Don't give up! And don't let a rude cm bother you, there are some nice ones too!

 

[happybratpack]

I had a horrible experience yesterday with a CM named Lawrence who I am writing to Disney about today. I was calling about a postcard rate, after going through the profile he told me there wasn't anything available at any resort under the code, I asked him if he could tell me AAA rates at any of the ones I selected and he said there were none of those either. So I asked if he could tell me the rack rates so I could be prepared in case I have to pay them - he told me to get online and look at them from there and hung up the phone. I was shaking I was so mad afterwards. I used to just let the rudeness go but not anymore, I'm writing a letter, it's ridiculous to spend so much money and be treated like crud (plus it puts a damper on planning).

 

[ciera321]

I had a horrible experience yesterday with a CM named Lawrence who I am writing to Disney about today. I was calling about a postcard rate, after going through the profile he told me there wasn't anything available at any resort under the code, I asked him if he could tell me AAA rates at any of the ones I selected and he said there were none of those either. So I asked if he could tell me the rack rates so I could be prepared in case I have to pay them - he told me to get online and look at them from there and hung up the phone. I was shaking I was so mad afterwards. I used to just let the rudeness go but not anymore, I'm writing a letter, it's ridiculous to spend so much money and be treated like crud (plus it puts a damper on planning).

Perhaps he needs a giant dose of Pixy dust!!

 

[kjs1976]

I think it's so funny that you can encounter so many rude or non-helpful CM's and then you get to the right type of CM who is just great, asks about your family and your state, and goes the extra mile to help.

DON'T GIVE UP!!!! KEEP CALLING BACK!!!!

 

[Stitch Inside]

I have yet to see a post that stated the CM was rude but we still got what we wanted. I think a lot of this perceived "rudeness" can be defined as the CM not giving someone exactly what they wanted. Some people, just like my children, can't stand to be told "No."

 

[MrsJackSparrow]

I have yet to see a post that stated the CM was rude but we still got what we wanted. I think a lot of this perceived "rudeness" can be defined as the CM not giving someone exactly what they wanted. Some people, just like my children, can't stand to be told "No."

It takes just as much time to be polite and kind as it takes to be rude and even though I didn't get the answer I was looking for today, my CM was very, very pleasant. I have had the same thing happen where the CM seemed like I was bothering her by calling. Would she have a job there if we didn't call?

 

[jenjersnap]

I have yet to see a post that stated the CM was rude but we still got what we wanted. I think a lot of this perceived "rudeness" can be defined as the CM not giving someone exactly what they wanted. Some people, just like my children, can't stand to be told "No."

Hmm maybe, though I think it's possibly more accurate that CMs have a very high level of burnout with all of the requests and types of people they deal with on a daily basis. That is, however, NO reason for rudeness. We might be just a voice on the other end of the phone to them, but Disney should be reinforcing that we are customers and, yes, spending too much cash for there to be anything but civility on their part.

My rude CM story - and I wasn't asking for anything difficult to accommodate: Last time I called to add a room request to our room at WL. The CM was having difficulty understanding that my last name was hyphenated (a habitual problem at WDW, for some reason, and it's two very common last names put together). She was quite unhappy to be talking to me from the beginning of the conversation. I spelled my name three times. She kept insisting that hyphenated names weren't "allowed". I asked her to try it without the hyphen then. I tried to give her my confirmation number. She made a rude noise, next thing I knew, the phone was ringing ... she just transferred me to someone else (an extremely nice lady) who was pretty astonished when I told her the story. I guess I should be "grateful" she didn't just disconnect me! Oh, and the next CM found my name ... hyphenated ... in 5 seconds.

I would never be rude to a customer service rep, and I wasn't in this instance, since I think they have one of the hardest, most boring jobs in the world but they should demonstrate a certain amount of enthusiasm for the job.

Edited for typing errors.

 

[chamonix]

Well, just to blow your theory, stitch inside, I will say that I have "gotten what I wanted" several times whether I had a rude CM or not. What I mean is, I call for a reservation at my preferred hotel for my preferred dates and always get that--but have definitely had a rude CM many many times. In fact, it's about 50-50 every time I call whether or not I am going to have a rude one, or a nice one. I never ask the CM for anything special, no requests to look up mystery codes, etc. I either have a code when I call, or mention I am a passholder, but that's it. (Usually they notice that I am a passholder and I don't even have to bring it up.)

I've learned now though, not to bother talking to a rude person. When I get a rude one now I just say, "thanks, I'll call back" and hang up and try again. I have had CMs who sound like they are sleeping, who yawn and sigh, refuse to look up alternate dates, tell me to look online, etc. Thankfully the nice CMs make up for it, some are really cheery and think of things I hadn't thought of, etc.

edited to add to jenjersnap, I have the hyphen problem all the time too! I can't tell you how many times I get "well, the system doesn't allow hyphenated names". (Disney and not Disney) How stupid is that? People have had hypenated names since the beginning of time. Frustrating, isn't it?

 

[bavaria]

I've found that generally the CM's in reservations have gotten better in the last year. I have had some really unenthusiastic ones, or ones who can't find my profile, but I've also had the ones who are REALLY excited for me, or congratulate me on my 100+ stays, or who get excited for me when I book last minute or for my birthday trip, etc.

I do feel for them as their system is so outdated and slow, but I wish that more of them would chat while waiting for rates to come up - I hate the ones who just breathe, cough, clear their nose, etc for 2 minutes and then say 'nope, no rooms available'. I had someone recently who could hear the music in the background and tried to guess where I was in Epcot. He had fun while waiting for his computer.

I think that it would make their day go faster if they were friendly and chatty with the guests, but I also know that some of them are not so skilled and can't type and talk at the same time.

 

[Linda T.]

My mother and I went last night and booked our Disney trip thru a TA that we have used in the past. She called the CM and they told her no code was attached to my mother's name. Then the TA had her look up my name since we travel together and I had a code attached to my name. We got the Caribbean Beach Resort for $79.00 a night in June. The CM said a postcard was mailed to me in December, but I never got it. The TA said there is no rhyme or reason to these codes. I'm just very happy we got the code.

 

[dpic]

I have yet to see a post that stated the CM was rude but we still got what we wanted. I think a lot of this perceived "rudeness" can be defined as the CM not giving someone exactly what they wanted. Some people, just like my children, can't stand to be told "No."

Very helpful and thoughtful insight. Thanks for the input.

 

[Karibeth19]

I have yet to see a post that stated the CM was rude but we still got what we wanted. I think a lot of this perceived "rudeness" can be defined as the CM not giving someone exactly what they wanted. Some people, just like my children, can't stand to be told "No."

We didn't "want" the $79 a night rate, all we were asking for was the $120 AAA rate we had already been quoted. We knew it was available, but the CM wasn't willing to look into it for us. And, as it turns out, we were eligible for, and entitled to, the code rate. However, if we had stayed with the first CM, we never would have received it because she didn't want to bother looking! She was rude and unhelpful, and we were fully justified in finding another CM to help us. Had the second CM been as lovely as she was, but had still said, "Sorry, all I can give you is $140 a night.", we would have been fine with it. It was the fact that she was so nice, and really took her time with us, thereby finding our code, that made us realize just how unaccommodating the first CM was.

It has been well documented on these boards that the information the CM's give isn't always consistant; if you give up after the first "no", you will never know if you were eligible for a better deal. It's not always a bad thing to NOT take "no" for an answer. In this case, it's not being spoiled, it's being smart, and can mean the difference of hundreds of dollars. So, I will reiterate, if you perceive a CM to be rude and unhelpful, call back and find a CM who is friendly and accommodating. They may still not give you what you "want", but it can't hurt to try, and at least you'll know that all options have been explored.

 

[Stitch Inside]

We didn't "want" the $79 a night rate, all we were asking for was the $120 AAA rate we had already been quoted. We knew it was available, but the CM wasn't willing to look into it for us. And, as it turns out, we were eligible for, and entitled to, the code rate. However, if we had stayed with the first CM, we never would have received it because she didn't want to bother looking! She was rude and unhelpful, and we were fully justified in finding another CM to help us. Had the second CM been as lovely as she was, but had still said, "Sorry, all I can give you is $140 a night.", we would have been fine with it. It was the fact that she was so nice, and really took her time with us, thereby finding our code, that made us realize just how unaccommodating the first CM was.

It has been well documented on these boards that the information the CM's give isn't always consistant; if you give up after the first "no", you will never know if you were eligible for a better deal. It's not always a bad thing to NOT take "no" for an answer. In this case, it's not being spoiled, it's being smart, and can mean the difference of hundreds of dollars. So, I will reiterate, if you perceive a CM to be rude and unhelpful, call back and find a CM who is friendly and accommodating. They may still not give you what you "want", but it can't hurt to try, and at least you'll know that all options have been explored.

Y'all got me wrong. I'm not saying that "Rude" CMs don't exist, and that you shouldn't call back until you get what you want. I'm merely stating a fact that some CMs may be perceived as "Rude" because they're not giving some (not all) accusers what they want/feel they deserve.